About Us
Founded in 1999 and listed on NASDAQ (2003) and HKEX (2021), Trip.com Group is a leading global travel service provider comprising Trip.com, Ctrip, Skyscanner and Qunar. Across our platforms, we integrate travel resources from industry partners to help travellers worldwide pursue the perfect trip.
Since 2014, our Customer Support network has grown to 15 centres across the globe. By collaborating across all our sites, we provide 24/7 support in more than 20 languages and across 13 product lines. With over 30,000 employees in 30 countries, our mission is simple: to make every journey the best it can be, at the best possible price.
The Role
As a key hub in Trip.com’s global service network, you will lead the strategic management of our outsourced customer service teams in Jordan, aligning the Arabic and English customer experience with our global standards. Working closely with outsourcing vendors, you will safeguard service quality, optimise costs and drive continuous improvement in customer loyalty across the MENA market.
Responsibilities:
Strategy
- Support the rapid growth and expansion of our MENA customer service operation by executing business plans in alignment with our MENA team.
- Monitor MENA industry trends and competitors, proposing improvements that strengthen our product competitiveness
Service operations and management
- Oversee service operations across the Trip.com MENA contact centre, delivering against operational goals for service quality and efficiency
- Lead and develop operations managers through supervision, coaching and performance reviews
- Drive operational performance and customer satisfaction to meet or exceed targets
- Analyse data to identify root causes, issues and opportunities for improvement
- Act as the liaison between our Arabic contact centre and EMEA HQ across all functions, building strong relationships for smooth communication and cooperation
- Uphold HQ quality assurance standards and strive for excellent service quality
- Share best practice with IBU CSC Global Service Directors/Managers, and build strong relationships with the IBU CSC HQ team to meet local MENA requirements
- Improve customer and internal team satisfaction through exceptional service quality and higher productivity
Requirements
- Bachelor’s degree or above
- 10+ years of call centre management experience, preferably within a BPO
- Excellent English and Arabic, written and verbal, with strong administrative and computer skills
- Excellent communication skills: able to state opinions clearly, ask questions, seek clarification, communicate facts objectively, challenge when appropriate and pursue issues to resolution
- Strong leadership across multiple internal and external stakeholders
- Excellent critical thinking and problem-solving skills, with risk management capability and the ability to handle crises
- Solid knowledge of call centre management tools, including monitoring, coaching, telephony and other technology
- Data-driven and results-oriented, able to deliver quality under pressure
- Integrity, honesty and a firm commitment to our code of conduct and ethics in all internal and external communications
- Willingness to travel frequently for business
What We Offer
- Competitive salary
- Benefits for working parents
- Mental health support
- Extensive learning opportunities
Why Trip.com
Joining Trip.com Group is more than a career move, it’s an adventure. You’ll work alongside people who are passionate about making every trip the perfect trip for over 400 million customers worldwide, and play your part in our global journey on a world-class stage where your talent can thrive. Opportunities are unlimited, and so is your growth. If you embrace boldness and inclusion as we do, this is the place to leap forward.
Learn More About Us: Trip.com website https://group.trip.com/
